Jira Service Management vs Ivanti Neurons for ITSM

by Gralio Feb 13, 2025

Jira Service Management and Ivanti Neurons for ITSM are both robust ITSM solutions catering to different needs. Jira Service Management excels in its integration with the Atlassian suite, while Ivanti Neurons for ITSM shines in its customizability and workflow automation capabilities. Mid-sized businesses should consider their existing software ecosystem and customization needs when choosing between the two.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 1575 reviews and 60 websites, saving 9 hours, 15 minutes of reading.

Jira Service Management

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Ivanti Neurons for ITSM

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About

Jira Service Management, formerly Jira Service Desk, helps IT teams manage requests and incidents quickly. Built on the familiar Jira platform, it simplifies IT processes, enabling your teams to collaborate easily and deliver excellent customer and employee support.

Ivanti Neurons for ITSM is a service management software designed to improve IT support and other business processes. It offers tools for managing incidents, automating workflows, and providing self-service options for employees. Its focus is on delivering efficient and effective IT service management for companies of all sizes. The software aims to reduce IT costs, improve service quality, and provide valuable insights into IT assets. Ivanti Neurons for ITSM is flexible, offering cloud, on-premise, and hybrid deployment options.

Summary

Main difference

Jira Service Management is a better choice for organizations already invested in the Atlassian ecosystem, especially those using Jira for project management, due to its seamless integration. Ivanti Neurons for ITSM is a stronger option for businesses seeking a highly customizable ITSM solution and needing robust workflow automation through its Ivanti Neurons Workflow integration.

Relative strengths of Jira Service Management (compared to Ivanti Neurons for ITSM)

Strong integration with other Atlassian products, especially Jira.
Highly customizable workflows for internal IT teams.
Robust reporting and analytics features for tracking team performance and customer satisfaction.

Relative weaknesses of Jira Service Management (compared to Ivanti Neurons for ITSM)

Limited customization options for the customer-facing portal, impacting user experience.
Steeper learning curve and higher complexity compared to Ivanti Neurons.
Mobile app functionality is less comprehensive than Ivanti Neurons, hindering on-the-go support.

Who should use Jira Service Management VS. Ivanti Neurons for ITSM

Jira Service Management is a robust IT service management solution best suited for IT teams in small to large businesses across various industries. Users praise its seamless integration with other Jira products and customizable workflows. However, some find the pricing model misleading and the learning curve steep. If your team uses Jira and needs a powerful, albeit complex, ITSM solution, Jira Service Management is worth considering.

Ivanti Neurons for ITSM helps streamline IT support and business processes with automation and self-service options. Users praise its customizability and integrations but note admin difficulties and documentation gaps. A good choice for larger companies in IT-intensive industries looking to improve service management.

Best for small, medium, and large businesses.
Ideal for IT, but suitable for various sectors like Manufacturing, Healthcare, and Finance.

Best for medium to large enterprises seeking robust ITSM solutions.
Ideal for IT, Telecom, and other service-driven industries.

Jira Service Management and Ivanti Neurons for ITSM features

Supported

Partially supported

Not supported

Type in the name of the feature or in your own words tell us what you need

Third-party application integration

Supported

Jira Service Management supports third-party application integration with various IT tools and systems, including Slack, Jira, and potentially others like TeamViewer and Salesforce through its flexible integration framework and third-party apps.

Supported

Ivanti Neurons integrates with other IT tools using its iPaaS platform powered by Workato.
Reporting features

Supported

Jira Service Management supports reporting features that provide insights into support team performance, ticket trends, and customer satisfaction levels.

Partially supported

Reporting is supported via integration with Analytics Plus.
Slack integration

Supported

Jira Service Management supports Slack integration for connecting the ticketing system with Slack for better communication and notifications.

Supported

Ivanti Neurons for ITSM integrates with Slack via Ivanti Neurons iPaaS, enabling enhanced communication and notifications.
Progress tracking

Supported

Jira Service Management supports the ability to track the progress of tasks through various methods including time tracking, status updates, and custom fields.

Supported

Ivanti Neurons ITSM supports progress tracking via analytics dashboards.
Self-service portal

Supported

Jira Service Management supports a self-service portal where users can submit tickets without contacting the IT department.

Supported

Users can submit tickets via the self-service portal.
Ticket tracking

Supported

Jira Service Management supports the ability for users to track their submitted tickets.

Supported

Users can track submitted tickets via the self-service portal.

Qualities

Value and Pricing Transparency

-0.6

Rather negative sentiment

No data
Customer Service

+0.5

Rather positive sentiment

No data
Ease of Use

+0.45

Rather positive sentiment

No data
Reliability and Performance

+0.37

Rather positive sentiment

No data
Ease of Implementation

-0.54

Rather negative sentiment

No data
Scalability

+0

Neutral sentiment

No data

Jira Service Management and Ivanti Neurons for ITSM Pricing

No data

User sentiment

Rather negative

-0.6

We couldn't find a pricing page for Jira Service Management.

No data

User sentiment

Strongly positive

See full Pricing page

Jira Service Management and Ivanti Neurons for ITSM review insights

1575 reviews analysed from and

Users love

Seamless integration with other Jira products
Highly customizable workflows for internal teams
Robust reporting features and analytics
The workflow designer is praised for its flexibility

Highly customizable to specific business needs.
Good foundation with standard content.
Easy to modify forms and lists.
Strong community support.
Integrates well with other systems via APIs.

Users dislike

False "free" claims: Many users feel the "free" service is a misleading bait-and-switch
Steep learning curve and can be complex for new users
Limited customization options for the customer portal
Mobile app is underwhelming with limited functionality

Difficult to administer without a dedicated admin.
SOAP API can be cumbersome.
Sparse documentation.
Mobile app needs improvement.
Reporting could be better.

Jira Service Management and Ivanti Neurons for ITSM Ratings

G2

4.2/5

(754)
Capterra

4.5/5

(643)

G2

3.9/5

(187)

Company health

Employee growth

No data

3% decrease in the last year

Web traffic

No data

22% decrease in the last quarter

Financing

No data

February 2009 - $24M

How customizable are the self-service portals in each product?

Jira Service Management offers a self-service portal, but user reviews indicate its customization options are limited. Ivanti Neurons for ITSM also has a self-service portal and is generally praised for being highly customizable, suggesting more flexibility in tailoring the portal to specific needs.

Which product integrates more seamlessly with existing IT tools and APIs?

Ivanti Neurons for ITSM integrates more seamlessly with existing IT tools due to its iPaaS platform powered by Workato. While Jira Service Management offers integrations, Ivanti's dedicated iPaaS solution suggests a broader and more robust integration capability with a wider range of APIs and applications. Furthermore, user reviews for Ivanti specifically praise its API integrations.

What are the advantages of Jira Service Management?

Jira Service Management's advantages include seamless integration with other Jira products, highly customizable workflows for internal teams, and robust reporting and analytics features. This makes it particularly appealing to existing Jira users. It also offers a self-service portal for end-users and integrates with Slack for improved communication.

What are the disadvantages of Jira Service Management?

Jira Service Management can be complex for new users, requiring a significant learning curve. The customer portal has limited customization options. The mobile app is considered underwhelming with restricted functionality. Finally, some users find the free version misleading, feeling it's a "bait-and-switch" tactic.

Alternatives to Jira Service Management and Ivanti Neurons for ITSM

ClickUp

ClickUp is a comprehensive work management platform designed to consolidate various work processes into one centralized location. It offers a wide array of features including task management, project planning, document collaboration, communication tools, goal setting, and automation options. ClickUp aims to enhance team collaboration, improve visibility across projects, and streamline workflows for increased productivity regardless of team size or industry.

JumpCloud

JumpCloud is a comprehensive platform designed to simplify IT for mid-sized companies. It allows you to manage users, devices, and access to company systems and applications all in one place. This includes features like single sign-on, password management, and remote device management. JumpCloud focuses on providing a secure and streamlined IT experience, helping your employees work efficiently from anywhere while keeping your company data safe.

Freshservice

Freshservice is a cloud-based IT management software designed for mid-sized to large businesses. It offers a range of tools to streamline IT services, such as help desk ticketing, asset management, incident and problem tracking, and knowledge management. Freshservice aims to simplify IT operations and improve efficiency through automation and AI-powered insights. It boasts a user-friendly interface, making it easy for teams to adopt and use.

Mint Service Desk

Mint Service Desk is an IT service management (ITSM) solution designed for small to large businesses. It offers tools for managing IT tickets, assets, customer requests, and service level agreements (SLAs). Features include a self-service portal, automated workflows, email integration, and custom reporting. Mint Service Desk aims to provide a user-friendly platform with flexible deployment options, including cloud-based and on-premises solutions. The software is designed to streamline IT support processes and improve efficiency.

Sumo Logic

Sumo Logic is a cloud-based software that helps you understand what's happening in your company's IT systems. It collects and analyzes data from your apps, servers, and security tools to give you a clear picture of performance and potential problems. This helps you find and fix IT issues faster, strengthen your security against cyber threats, and ensure your technology runs smoothly. Sumo Logic is designed for modern, cloud-focused companies who need a scalable solution to manage their growing IT complexity.

ManageEngine Endpoint Central

ManageEngine Endpoint Central is a one-stop shop for managing all your company's devices, including computers, smartphones, and tablets. It helps you automate routine tasks like installing software updates, distributing software, and monitoring device security, all from a central location. Endpoint Central can also manage mobile devices, enabling you to enforce security policies, configure Wi-Fi and email, and even lock or wipe a device remotely. This comprehensive tool supports Windows, Mac, and Linux operating systems, simplifying your IT management.

Page co-authored by

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

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